Complaints
This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,262 total complaints in the last 3 years.
- 229 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/23/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order # **********
This was ordered Jan 11, and was suppose to "SHIP" Jan 13. Only the label has been created the product has not been shipped.
Tried to get help via chat, passed to Billing agent named Maria C. She keeps insisting it was shipped and its a problem with FEDEX. I told her its NOT. Label was created, FEDEX does not have the item. I even supplied the FEXEX tracking (****************) and she said I was unprofesional and disconnected? This agent needs to be FIRED.
Called your 800# and was transferred and put on hold what seems like forever so I hanged up.
My desired solution is ship ********** and reprimand/retrain/fire Maria C
Business Response
Date: 01/24/2025
Hello Marc,
Thank you for taking the time to address the issues you have encountered with your order **********. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
I have contacted the department responsible for handling these inquiries, and they are currently in the process of escalating the matter to our warehouseIf you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youBusiness Response
Date: 01/28/2025
Hi Marc,
We've have issued you a new order. Your new order number is ******** Please allow 1-3 business days for that to ship out of our warehouse. Please don't hesitate to reach out with further questions.
Customer Answer
Date: 02/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22847232, and find that this resolution is satisfactory to me.
Sincerely,
Marc PerezInitial Complaint
Date:01/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order last night called this morning as soon as they opened to cancel the orde. I applied for credit and when I finished the credit application the cart automatically was paid for. Now when I called to cancel the want to hit me with $250 freight charge and a 10% restocking fee .. their system didn’t allow for any way to cancel after the order was placed. And now they drag their feet and wait till the order is shipped so they can extort the fees ..Business Response
Date: 01/22/2025
Hi William,
Thank you for taking the time to address the issues you have encountered with your order. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
We spoke with our Billing and Returns department about this return. They have informed us that a refund has been processed today in the amount of $1,678.19. This refund should reflect on your account within 7-10 business days. The refund process can take time to be completed. During this process, you as the member need to stay in contact with your bank on where the process is at.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youInitial Complaint
Date:01/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have a commercial grade treadmill from Nordictrack with the iFit program installed. Recently there was an update to the software and due to that our treadmill's console no longer works(it is stuck on a blue screen). We have troubleshooted via information from the company website as well as with a technician on the phone with no resolutation. I was told that they are no longer supporting any iFit programs prior to 2022 and I could go to aftermarket to get a new console (Which I can not find). The treadmill itself still works (the motor and platform) however due to the iFit issue I can not even get it to work on manual mode. This is unacceptable that a software update can deem an expensive piece of equipment useless. I am willing to pay for a repair given that the machine is less then 10 years old and is not overly used and in very good condition, but I am not even given that option due to the company's software issue. I would like a resolution instead of having to replace an expensive piece of equipment. Based on my conversation with a representative they are unwilling or unable to do so.Business Response
Date: 01/21/2025
Hi Suzi,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After looking into your account, we do verify that your model is part of our end of software support as of Aug 2023. The manufacturer's date of your machine falls into this catagory. We apologoize for the confusion and inconvienance this has caused you. If you wish to read more about our end of software support please see this article posted on our website as of Aug 2023. **************************************************************************.We are no longer manufacturing the console for your machine but have some retailers who might have them such as *********************, *******************, and **********************.
Please let us know if you have any additional questions. Thank you
Initial Complaint
Date:01/18/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have contacted the company 8 times and my product. Is on warranty and they wont fix it. I had to pay money after threatening to sue for someone to come out. They refused to help even though I have a warranty of the product. Its been over one month and no resolution.Business Response
Date: 01/20/2025
Hi *******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company.
After reviewing your account, it does appear that we have a service call requested for you to have a certified tech out to diagnose your machine. Your service call number is SO-2945301. Please allow 3-5 business days for the tech to reach out to you to schedule your appointment directly with you.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 01/20/2025
Complaint: 22828185
I am rejecting this response because:I have to pay for the service technician to come out and fix my machine, even though it's under warranty. Moreover, while I called 8 times, and requested assistance at 8 different times, never once would the customer service representative send me to a supervisor-- I'm convinced they do not exist-- nor offered me assistance. The only reason he scheduled this call is because I told him I wanted it recorded that he refused to help me and I have been keeping the recording to file a court order on the lack of follow through from the company, if the product is under warranty. He refused to send me a new screen, and said the only way I could get a working one is if I paid for the technician and then requested a screen. This goes against the entire reason to have a warranty. After reading countless reviews that reflect the same issues with your company, I truly believe a class action suit is the only way to rectify the practices by your company. Again, the only way I can get the products for my machine is to pay more money to have someone come fix the machine EVEN THOUGH IT'S UNDER WARRANTY.
Sincerely,
******* Srsen ******Business Response
Date: 01/21/2025
Hi *******,
We are happy to cancel and refund your service and send you a console, however without proper diagnostics by a certified tech we cannot guarantee that the new console will fix the issue you are experiencing. Please let us know if you would like to continue with the service or cancel it.
Thank you
Customer Answer
Date: 01/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to receive a new console and cancel the service and be reimbursed for the service.
Sincerely,
******* Srsen ******Initial Complaint
Date:01/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a nordic track treadmill in November 2024 was able to use for approximately 1 to 2 weeks then would not longer work i contacted them on several occasions I believe 3x - they were unable to rectify the problem so sent out a technician to repair on January 17, 2025 which was unsuccessful- they were not helpful and refused to allow me to return the machine I have been paying for a machine I can not use and have missed work to accommodate repairs- I just want to return the machine thank you ** *******Business Response
Date: 01/21/2025
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward
After looking into your service call, the technician has stated that the machine is running up to manufacturer's specs. Can you please send us a video of the issue and give in detail the issue you are experiencing since the tech was out.
Thank you
Initial Complaint
Date:01/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/28/24, I ordered a NordicTrack 1750 Treadmill for $2,709.38. The machine arrived on 12/6/24 completely inoperable. I paid for white glove delivery+installation, but they couldn't even turn the machine on. I must mention here that the delivery team admitted that they'd already delivered non-functional machines to other customers that day. The delivery team left saying they'd let the company know about the problem, but then no one contacted me about it. I called customer service and asked them to replace the machine, but they wanted to send out a technician first to see if it's just a minor problem like kinked cables. A technician came on 12/13/24, but he still couldn't get the machine to start and said the problem was with the display unit. Again, no communication from the company about this, so I had to call customer service on 12/16/24. They ordered a new display unit and a technician came on 12/20/24 to replace it. He then left without saying anything. I was able to turn on the new display unit, but the machine was still inoperable. I called customer service again right after that, but they said they would not be available until 12/23/24. I then traveled out of the country between 12/22/24-1/8/25. I called customer service again on 1/10/25 and spent over 2 hours on the phone with their agent who, after numerous unsuccessful troubleshooting attempts, decided that the display unit was still inoperable and decided to order another replacement unit. So far, I've probably spent close to 8 hours of my time on the phone with customer service - long hold times, agents hanging up, agents saying they'll transfer me to another department but then bouncing me back to a menu where I have to start everything over, agents wanting me to repeat silly troubleshooting maneuvers over and over again. They said my only other option is to return the machine for an additional $250 and 10% restocking fee. Their product is clearly substandard, and I can't even return it for free.Business Response
Date: 01/17/2025
Hi Linda,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward
We are happy to issue you return for you, please be aware that you will not be charged any fee's however the white glove assembly is non refundable due to the charges go to a different company. So your totaly refund of $2499.44. We also require the machine to be partially disassembled, and available next to the front door at the time of pick up, You may also choose to wait for the repair to be made and we would be happy to offer compensation for that route as well in the amount of $94.50 and 3 months of IFIT added to your account.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 01/27/2025
Complaint: 22823212
I am rejecting this response because: As I mentioned in my previous message, it is physically impossible for me and my husband to move the machine to the front door. The pick-up team will have to move it out of the room.
Sincerely,
Linda BenesBusiness Response
Date: 01/27/2025
Hi Linda,
We do not have a disasembly team in your area, to return the machine you will be reliable to get it to the front door. We apologize for the inconvienance this has caused you, this is our return policy.
Thank you
Initial Complaint
Date:01/11/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought a treadmill from iFit Nordictrack on 30 December 2024. We were told it would arrive in five business days. On 1 January 2025, we received a text message stating that the treadmill is being delivered that day and we need to be home for it. We cancelled our plans and it did not arrive. We received an email on 3 January stating it would arrive on 8 January. My husband took off work to be home for the delivery. It did not arrive and we received notification it would arrive on 9 January. The morning of 9 January we received another notification stating it would arrive on 10 January. The night of 9 January we received another notification stating we needed to reschedule delivery again. We contacted NordicTrack and they said the cannot help with delivery. When we requested a refund as the product has not been delivered as promised, they have ignored our request and stopped communicating with us.Business Response
Date: 01/14/2025
Hello-
Thank you for taking the time to address the issues you have encountered with your order. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
This morning we have contacted the assembly company and notified them that you need to be contacted for scheduling. We have asked that they reach out to
you as soon as possible. You should hear from them within the next 3-4 business days.We are happy to provide some compensation as a token of our appreciation. We can go ahead and refund $91.50 back to your account.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 01/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:01/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a NordicTrack T Series Treadmill and about a month later it started having issues with adjusting the settings of inclin and speed. We called them and they said it was "normal" just needed to be reset. We did that and problem still persisted. We called again and we're told it needed an update. We followed the steps and it worked for about a week. We kept calling in and would get transferred and hung up on. We wanted a technician or someone to assist and not just a CSR tell us to unplug and plug back in. We have been trying to reach anyone to help us troubleshoot the issue. Went online and see many compliants about IFit program which we paid for annual subscription and could not use. I need someone to fit or replace hardware or whatever is the issue.Business Response
Date: 01/10/2025
Hello ******,
Thank you for taking the time to address the issues you have encountered with your NordicTrack T Series Treadmill. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
With the information you provided, we confirmed that the machine is no longer eligible for a return or replacement due to you being outside of the 30 day return policy. Your 30 day return policy expired on 08/31/2022. Where we didn't hear from you within the first 30 days of having the machine, you are no longer eligible.The return policy states: "You can return your product within 30 days upon receipt. Returns will be charged a return shipping fee of $250 plus a 10% restocking fee. Because of the size and weight of the product, we do not offer a refund for any shipping or delivery charges you may have paid to receive your product. Returning your product may incur additional charges for ordinary wear and tear or damage caused by improper use, misassemble or accidents.
You can go online at ************************************************************ to further review if you would like.
In looking into your account, we can see you contacted our member services department regarding issues with your machine on 04/07/2023. It does not look like we have had any calls or messages from you since then regarding any issues.
If you are experiencing any issues with your machine, we are happy to help diagnose your machine and determine what parts are needed to resolve this issue. If you do wish to continue with us, please explain the issues you are experiencing with your machine in as much detail as possible, and include any photos or videos of the issue as well.If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank youCustomer Answer
Date: 01/10/2025
Complaint: 22794403
I am rejecting this response because: there is no way to contact them directly, my husband used his name and e-mail when asked by the CSR's. His name is **** same last name and the e-mail he used was ********************************
Sincerely,
****** ******Business Response
Date: 01/13/2025
Hi ******,
We are happy to help you here, can you please tell us what issues you are experiencing with your machine when it comes to the speed and incline? also please provide us a video of the issue and send it to **************************************** and make sure to add your complaint number into the subject line so we can assist you further.
Thank you
Initial Complaint
Date:01/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a commercial NordicTrack treadmill that has been lightly used for 2 years. One day, my treadmill console decides to have a continual looping of the iFit screen and won't let me access any treadmill features to start a run. It's completely unusable. I contacted support to understand and resolve the issue, assuming there'd be a simple fix considering the treadmill is new, still working, it's just stuck on a loop. They informed me that my machine does not have a factory reset and I would need to purchase a new console, which they no longer sell. They also told me there's no guarantee that would fix the issue. So I now have a $2,000 new, lightly used treadmill that only is not working because a problem the company created to force people to buy new treadmills. Support has been horrible to work with and many have reported similar issues and no support from the company at all.Business Response
Date: 01/08/2025
Hi ******,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company.
After looking over your account and model of your machine, we can confirm that it is on the list of our end of software support due to the age. Your machine was manufacturered between 2011-2016 and is no longer being supported by IFIT. IFIT is no longer manufacturing parts for these machines, we have a couple different websites you may look to if needing parts, those are treadmilldoctor.com and fitnessrepairparts.com. We apologize for all you have been through, to learn more about our end of software support you may read this article that was published on our website as of August 2023. ****************.
Thank you
Initial Complaint
Date:01/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a NordicTrack treadmill less than two years ago. It was used maybe 25 times. Each time I tried to use the machine the, screen malfunctions and requires a hard reset. The MPH and Incline numbers do not work and the volume button only goes up. Ive called several times about multiple issues. Most recently, I was told the console on my machine needed to be replaced. The customer service agent I spoke to on 12/30 told me the console would ship and arrive within 7-10 days. As of today, I requested an update and I was told the console was out of stock. The customer service agent told me I would receive a call within 12-24hours and they would tell me what to do. And, maybe the warehouse has one. I was denied speaking with a manager and denied any resolution plan.Business Response
Date: 01/10/2025
Hi *****,
Thank you for taking the time to address the issues you have encountered with your machine. We appreciate your valuable feedback as we work to improve our services! Our escalations team is dedicated to handling communication directed to the executive officers of the company. I am happy to be your direct point of contact for any assistance you may need moving forward.
After reviewing your account it does appear that a new console has been shipped. Your tracking number is 1ZX8444W1301187084 via UPS.
If you have any further questions, please feel free to reach out to me. I am committed to resolving this matter promptly and thank you for allowing us here at IFIT the chance to make this right!
Thank you
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